Last updated: Dec 1, 2025, 10:41 AM
Chargebacks are initiated when a cardholder disputes a transaction, resulting in a reversal of their original payment. The chargeback report shows the status of all chargeback disputes. You can also view your latest chargebacks and their statuses from the chargeback challenger dashboard in Toast Web (Payments > Transactions & refunds > Chargeback challenger).
You can access the Chargeback report in Toast Web by navigating to Reports > Payments > Chargebacks (it can also be found by going to Toast account > Billing > Chargeback reports).
Notifications regarding receipt of dispute information and the chargeback dispute status are sent to the finance contact in your Toast Web Communication preferences (learn more: Optimize Communication Preferences). If you're not designated as a finance contact for your restaurant, you can also view the status of a chargeback notification in the Chargebacks report. You can also view your latest chargebacks and their statuses from the chargeback challenger dashboard (Payments > Transactions & refunds > Chargeback challenger)
Each chargeback notification will have a designated notification type, indicating the status of the chargeback. The list below defines examples of some types of notifications that could be received.
| Notification Type | Description |
| Case Decided in Issuer Favor | This indicates that the dispute was closed in favor of the cardholder, with no further dispute available. |
| Charge Merchant | This indicates that a chargeback has been initiated for a transaction and triggers the $15 chargeback processing fee. |
| Create Outgoing Representment | This indicates that your dispute was received and is being reviewed by the card-issuing bank. |
| Credit Merchant -- Financial | This indicates that the dispute has been ruled in your favor. However, this can and should also be considered a temporary reversal as the cardholder can continue to dispute the charge. |
| Incoming Arbitration | This indicates that the cardholder continues to dispute after the pre-arbitration was ruled in your favor, and they are initiating an arbitration to be decided by the Visa Committee with all decisions being final. |
| Incoming Pre-Arbitration | This notification type typically appears after a chargeback has been initially reversed in your favor, but the dispute was continued by the cardholder and you must resubmit your chargeback dispute. |
| Issuer Accepts | This indicates that the card-issuing bank accepted your request for chargeback reversal, and the case is closed in your favor. |
| Merchant Accepts Liability | This indicates that a dispute was not received for this chargeback. This means that you technically accepted the liability for the issue with the transaction/service. |
| Merchant Declines | This indicates that the dispute (typically in the pre-arbitration phase) has been sent back to the card issuer to review. |
| Merchant Dispute Denied | This indicates that the chargeback dispute has been denied by the card-issuing bank. |
| Merchant Reversed | This indicates that the chargeback has been reversed in your favor. However, this can and should be considered temporary. |
| Vantiv Denies | This indicates that the card-issuing bank denied your chargeback dispute. |
Your account's listed financial contact, owner, and/or general manager all receive chargeback notification emails. If you fall under this heading and would like to opt out of these emails, select Unsubscribe from chargeback emails for all locations at the bottom of any chargeback notification email. You'll be taken to the Opt-Out Preferences page with a toggle to opt out of these emails, or remain subscribed.